Proposed Scope of Work (SOW):
Connection proposal numbered : {quoteNumber}
Your Connection Client AB Number is {clientAb}
Backup and Recovery as a Service (BRaaS)
Project Overview
1.1 Introduction:
FirstLight has prepared the following Statement of Work (SOW) to detail services for the Backup & Recovery as a Service (BRaaS) project for Connection Customer. FirstLight has outlined the Project scope and costs for the Project and the costs outlined are based on FirstLight’s experience and preliminary information received from the Customer. The information in this Service Brief or SOW supersedes all previous estimates or verbal discussions for this project.
1.2 Project Objectives:
FirstLight will provision the Veeam Cloud Connect storage in the FirstLight SOC 2 Type II Data Center. As part of this process, FirstLight will provide the Customer with training on how to manage and access the Veeam Cloud Connect Storage and perform the application specific services outlined in this Statement of Work.
Once this SOW has been agreed upon, the Customer requires a fully functional BRaaS solution and testing to be complete within 30 days of signed date.
1.2.1 Services Overview:
Backup & Recovery as a Service (BRaaS)
A Backup & Recovery as a Service (BRaaS) solution utilizes the strength of FirstLight’s fiber optic network, the security of our world-class data center and advanced functionality of our backup software to provide a means for customers to backup and restore their business-critical systems. Both single and dual copy solutions are available, with dual copy replicating a copy of the backup data to a designated secondary FirstLight Data Center.
Monitored BRaaS plans will be reviewed on a daily basis for success by the FirstLight Technical Support Center (TSC). If a system configured for backup under a Managed Plans fails to backup successfully, FirstLight will notify the customer of the failure.
Systems added into a customer’s environment are not automatically added into configured backup plans. It is the customer’s responsibility to add and remove systems from the backup plans as changes are made within a customer’s environment.
1.3 Project Scope Overview:
Upon receipt of authorization to proceed from the customer, the following functions and deliverables will be fulfilled by FirstLight within the scope of the project. See section "Services Detail/Project Scope" for a complete description of these tasks.
1) Discovery and Design
2) Planning
3) Implementation
4) Support
1.4 Locations and Hours of Operation
Unless otherwise specified, the work to be performed will be completed during FirstLight’ standard hours of operation (07:30AM-5:30PM M-F), at FristLight’s primary cloud data center at 14 Resilliant Circle, Brunswick, Maine.
Services Coordination
2.0 Customer Point of Contact Responsibilities
Prior to the start of the Discovery and Design phase, the Customer will designate a person ("Customer Point of Contact") to whom all communications relative to the project deliverables will be addressed, and who will have the authority to act on the Customer’s behalf in all matters regarding this SOW.
Customer Point of Contact will:
a) Serve as the interface between FirstLight’s technical team and all applicable departments within the customer’s organization participating in the project.
b) Attend status meetings (via conference call).
c) Obtain and provide applicable information, data, consents, decisions, and approvals as required by FirstLight to perform the services as defined in Section 3 of this SOW within two business days of the request.
d) Work with FirstLight project team to help resolve issues, and escalate issues within the Customer’s organization, as necessary.
2.1 Customer General Responsibilities
FirstLight’s performance is dependent upon the Customer’s management and fulfillment of their responsibilities. Any material delay in performance primarily due to the Customer’s lack of fulfillment to their responsibilities may result in additional charges and/or delay of the completion of the project. Such additional charges and/or delays will be handled in accordance with the Project Change Control Procedure.
Customer will:
a) Make appropriate personnel available to assist FirstLight in the performance of FirstLight’s responsibilities associated with the project defined in this SOW.
b) Ensure that current maintenance and license agreements are in place with applicable vendors for those products and services upon which FirstLight is relying on to provide the Services described in
c) Maintain the responsibility for all software compliance, licensing and maintenance responsibilities including fees.
d) Obtain any necessary consents and take any other actions required by applicable laws, including but not limited to, data privacy laws, prior to disclosing any of its employee information to FirstLight. The Customer also agrees that with respect to data that is transferred or hosted outside of the United States, the Customer is responsible for ensuring that all such data transmitted outside of the United States adheres to the laws and regulations governing such data.
e) Assume full responsibility for adherence to all laws and regulations governing the transfer, migration or copying of Customer’s Protected Health Information (PHI) data into the FirstLight Virtual Data Center or colocation facility.
f) Be responsible for the content of any database, the selection and implementation of controls on its access and use, backup and recovery and the security of the stored data. This security will also include any procedures necessary to safeguard the integrity and security of software and data used in the Services from access by unauthorized personnel.
g) Be responsible for the identification and interpretation of any applicable laws, regulations, and statutes that affect Customer’s existing application systems, programs, or data to which FirstLight will have access during the Services. It is the Customer’s responsibility to ensure the systems, programs, and data meet the requirements of those laws, regulations, and statutes.
2.2 PCI Compliance
Comprehensive operational and technical requirements are required for organizations to maintain Payment Card Industry (PCI). In situations where FirstLight is providing Data Center Services to Customers who must maintain these standards for PCI Compliance, the Customer assumes responsibility for the following components within their physical and/or virtual environment:
a) All Firewall as a Service (FWaaS) configuration settings.
b) Installation and configuration of all server operating systems.
c) Installation and configuration of any applicable antivirus software.
Services Detail/Project Scope:
The following are the services and tasks that FirstLight will provide in fulfillment of the defined deliverables of this project described in this SOW. FirstLight shall provide these Services at the designated Customer location(s), see Section 1.4 Locations and Hours of Operations, or on a remote basis.
3.0 Discovery and Design:
3.0.1 Design appropriate solution to meet organizational requirements.
3.1 Planning:
3.1.1 Plan for Veeam Cloud Connect provisioning and configuration.
3.2 Project Change Request Procedure
A request to make significant changes to the scope and/or timeline of the project may be submitted by the customer and/or FirstLight. Changes should be e-mailed to the customer, the project manager, the sales engineer and the account executive. All change requests should include the following information:
Title
Description
Cost Impact (Determined by FirstLight)
Schedule Impact (Determined by FirstLight)
Scope Impact (Determined by FirstLight)
Status (i.e. Approved by Customer, Approved by FirstLight)
Once both parties agree (via e-mail) that the change is approved, the Project Manager will enact the requested changes.
3.3 Implementation:
3.3.1 Backup and Recovery as a Service (BRaaS)
FirstLight will perform the following tasks:
3.3.1.1 Remotely license Veeam Cloud Connect.
3.3.1.2 Provide total of {VeeamTB} TB of Cloud Connect storage.
3.3.1.3 Discuss with customer on how to use Cloud Connect in their plans.
3.3.1.4 Deliver documentation to customer point of contact.
Customer will perform the following tasks:
3.3.1.5 Setup and install the Veeam software or have an existing Veeam environment.
3.3.1.6 Possess the required resources/credentials to install the Veeam backup components.
3.3.1.7 Create new Backup Plans.
3.3.1.8 Configure Backup Plans and Backup Plan Options.
3.3.1.9 Apply Backup Plans to Systems.
3.3.1.10 Perform recovery tasks when needed.
3.3.1.11 Manage Cloud Connect storage usage.
3.4 Support:
3.4.1 FirstLight shall Provide the following support services:
3.4.1.1 Monitor/Evaluate/Adjust
3.4.1.1.1 Monitor Veeam Cloud Connect storage and notify customer whenever storage exceeds 80% utilization. This is done for the duration of the contract.
3.4.1.1.2 Work with Customer Point of Contact to make required changes to new BRaaS environment to resolve any performance related issues.
3.4.1.1.3 Transition customer to the FirstLight Technical Service Center
3.5 Out of Scope:
This Project does not cover the following functions or deliverables. Any additional items outside the defined scope in this Statement of Work will be billed at Time and Materials (See Section 4.0 Fees and Expenses).
3.5.1 Application Installation & Upgrades: The Veeam application installation & upgrades will not be completed as part of this project’s scope of work.
3.5.2 Support: Hardware or software that may be dependent on items in the scope of work that are not supported by the manufacturer will not be supported by FirstLight.
3.5.3 Any support charges incurred by third party vendors in support of this project are the responsibility of the Customer.
3.5.4 Failovers, restores, remediation are not part of this project’s scope of work.
3.6 Project Assumptions
To execute the Project successfully, the following key assumptions have been made. Any material change in these assumptions may result in a change in the scope of work, which will be addressed the Change Control process, and may result in additional charges and/or delay of the completion of the Project.
3.6.1 All work prior to and after the implementation may be completed during normal business hours and on a scheduled basis.
3.6.2 Customer has all required application licensing and resources.
3.6.3 Customer staff will learn to use the self-service Veeam software & environment to become competent with the solution provided.
3.6.4 Customer has sufficient bandwidth for the seeding to the ONDC cloud.
3.6.5 Customer understands that adjustments to the amount of storage could be necessary to meet the customer’s retention policies and that such adjustments will affect the pricing.
3.6.6 Backups are periodically tested for desired functionality.
3.7 Project Deliverables
The following items will be delivered prior to completion of the project:
3.7.1 Provisioned and accessible Veeam Cloud Connect storage.
3.7.2 Applicable documentation for applications installed and configured.
3.8 Maintenance Window
Avoiding downtime is our highest priority. As part of this, FirstLight reserves the right for a monthly maintenance window on the third Friday of each month between the hours of 12 AM and 5 AM EST during which patches, security upgrades, and repairs may be applied, if needed. In the rare event that this maintenance may impact customer systems, customer shall be notified at least two weeks in advance of the event. All maintenance shall be performed in a workman like manner as efficiently as possible. In addition to the standard scheduled maintenance window, FirstLight may require additional windows to address emerging issues. Emergent situations will be assessed immediately and, if maintenance must be performed outside of the scheduled window that has the potential to disrupt customer operations, affected customers will be notified as soon as possible.
All planned downtime, including the standard maintenance window and the actual scheduled down time, is excluded from FirstLight SLA availability calculation.
4.0 Fees & Expenses
4.0.1 Changes to the scope of work or programming specifications of this project will require a change request to be filed with FirstLight. FirstLight will respond to the change request within two days with quoted costs reflecting the requested changes to the scope of work. After reviewing the updated charges, the customer can choose to proceed with or cancel the change request.
4.0.2 Any additional tasks not explicitly defined in this Statement of Work will be billed, with Customer approval, on a time and materials basis.
4.0.3 This SOW shall be effective as of the date of execution by both FirstLight and the Customer. Scheduling of the resources and Project duration estimates can only be provided after this SOW has been signed by both the Customer. By signing below, the undersigned represent that they are duly authorized to enter into this SOW on behalf of the respective entities.
5.0 Service Delivery Area
14 Resilient Circle, Brunswick, Maine, United States
6.0 Prerequisites and Exclusions
· Services will be remotely delivered
· Service does not include a separate Certificate of Insurance (COI)
· PC Connection Sales Corporation, d/b/a Connection Business Solutions and its affiliates are insured entities
· This service is not applicable for “under construction” work sites requiring special safety equipment
· Force Majeure: A party shall not be liable for any failure of or delay in the performance of this service for the period that such failure or delay is due to causes beyond its reasonable control, including but not limited to acts of God, war, strikes or labor disputes, embargoes, government orders or any other force majeure event
· Terms and conditions cannot be negotiated for this service offering
Notes
· Scheduling requires two weeks to staff the engagement
· PC Connection Sales Corporation, d/b/a Connection Business Solutions normal business hours are 8:00 a.m. – 5:00 p.m. ET
· Customer is required to acknowledge a delivery of services